Job Listing
Company
Anonymous
Industry
Information Technology and Services
Location
Kuala Lumpur
Company Description
Our Client is a Leading MNC providing sofware solutions to the Oil & Gas, Energy and Power industries.(Senior) Support Consultant
Anonymous
| Salary Budget: | Please log into your account to check the details. |
|---|---|
| Job Type: | Permanent |
| Location: | Kuala Lumpur |
| Special Requirements: |
Rewards
| Posting Date: | 10-22-2022 |
|---|---|
| Expiry Date: | 06-30-2023 |
JOB DESCRIPTION
Responsibilities
- Responsible for the triage of customer-reported issues; identifying, documenting and configuring recommendations of software defects within SLA timelines;
- Work closely with product and engineering teams to provide detailed problem descriptions of customer incidents;
- Participate in the configuration, enhancement, and testing phases associated with software changes;
- Implement and support master data management solutions;
- Ensure customers have a positive experience by driving timely first responses, customer updates and support resolutions;
- Ensure proper documentation of assigned incidents, including internal and external communications;
- Responsible for taking resolved customer issues and curating them into a knowledge base system to allow customers to self-serve;
- Respond to and resolve client incidents via Jira, Salesforce Service Cloud, email, telephone, WebEx, and Microsoft Teams, with end-to-end responsibility;
- Responsible for periodic after-hours on-call support for critical issues.
Requirements
- Candidate must possess at least a Bachelor’s Degree, Post Graduate Diploma, or Professional Degree in Information Technology, Computer Science, Mathematics or equivalent;
- 5+ years (for a Senior Support Consultant) or 3-5 years (for a Support Consultant) of working experience delivering solution support or solution implementation is required for this position;
- Expert technical experience in diagnosing, troubleshooting, solving code errors, and fixing bug issues within software applications;
- Expert understanding of software development with good technical skills including knowledge of software technologies like .Net, Java, PL/SQL, Perl or Shell
- Expert knowledge of IT Service Management Tools (Salesforce, ServiceNow, JIRA, ADO, etc) to manage Customer Service Management engagements
- Expert proficiency in writing and verbal communication with stakeholders in English.